The Ruling That Empowers Passengers
In a significant decision dated July 22, 2026, a district consumer commission in Kerala held an airline liable for a three-day delay in delivering a passenger's luggage. The commission ordered the airline to pay a total of ₹53,923, which included reimbursement
for essential purchases, compensation for the delay under the Ministry of Civil Aviation's Passenger Charter, and litigation costs. The case involved a passenger travelling from Jammu to Coimbatore in December 2025 whose bag did not arrive with him. Despite filing a Property Irregularity Report (PIR), he was forced to buy new clothing and received no compensation from the airline until he took the matter to the consumer court. This ruling underscores a crucial point: airlines are responsible not just for the loss, but for the inconvenience and expense caused by a delay.
Why Your Records Are Now Your Leverage
The Kerala ruling demonstrates that while passenger rights are strong, the burden of proof rests squarely on the traveller. The passenger in this case won because he had documented everything: the PIR filed at the airport, the receipts for essential clothing he purchased, and a trail of communication with the airline. Without this evidence, his claim would have been much weaker. Airlines can be held accountable for a “deficiency in service,” but only when a passenger can present a clear, documented case of the airline's failure to meet its obligations. Think of your records not as mere paperwork, but as the essential toolkit for ensuring you are compensated fairly and swiftly.
Before You Leave: Your Pre-Flight Checklist
Proper preparation begins before you even get to the airport. First, take clear photographs of the contents of your checked baggage, especially any new or valuable items. Keep digital and physical copies of receipts for expensive items packed in your suitcase. Make sure your name and contact number are clearly visible on and inside your luggage. Once you check in, safeguard your baggage tag receipts as if they were cash. These small stickers are the primary link between you and your bag in the airline’s system. Having digital copies of your boarding pass and baggage tags on your phone is also a wise backup.
At The Airport: Immediate Action Required
The moment you realise your bag hasn't arrived, do not leave the baggage claim area. Go directly to your airline's baggage service desk. The single most important document you will get is the Property Irregularity Report (PIR). This report is the official acknowledgement from the airline that you have reported your bag as delayed, and it will have a reference number for tracking. Without a PIR filed before you exit the baggage hall, an airline can legally reject your claim. When filing, be precise about your bag's description and note down the name of the staff member who assists you. Ensure you get a copy of the PIR for your records.
Documenting Expenses During the Delay
While your bag is delayed, you are entitled to be reimbursed for reasonable emergency expenses. This typically includes essential items like toiletries and a basic change of clothes. It does not mean a full wardrobe replacement or luxury shopping. The key is to keep every single original receipt for any purchases made. Pay with a card when possible to create an additional digital record. The Kerala case saw the passenger reimbursed for ₹8,923 in clothing, which the court found to be a reasonable expense. Without those receipts, he would not have been able to claim that amount. This paper trail is non-negotiable proof of your incidental expenses.
Following Up: Create a Written Paper Trail
After you've left the airport, your follow-up communication should be in writing. Use email to correspond with the airline, always quoting your PIR reference number. This creates a documented timeline of your attempts to resolve the issue. If the airline is unresponsive, you can file a complaint on the government's INGRAM portal for consumer grievances. According to India's Passenger Charter, liability for delayed baggage on domestic flights can be up to ₹20,000. If your baggage isn't returned within 21 days, it is officially considered lost, and you can file a claim for its full value up to the liability limit.
